Higher Ground – 2021 Performance Driver Summary
Reach 7 of 9 Platinum targets
Reach 7 of 9 Pinnacle targets
Platinum
Pinnacle
Pinnacle Target
2021 Performance Driver
Platinum Target
Quality 1. Discovery Acceptance & Best Brands
≥ 70% Discovery Acceptance and ≥ 70% eligible Best Brands ≥ 93% Renovation in Last 8 Years or Alt Path: achieve OSAT + Discovery Acceptance + Best Brands 80 surveys minimum in a rolling 12 months and an OSAT Score >=80% ≥ 10 hours Complete at least 5 Employee Engagement Surveys per year and achieve or exceed a 70% engagement score B2B YOY Growth >5% or B2B Sales % to Total >15% ≥ 50% Participate in all three: BOPIS, BODFS, Assembly
≥ 80% Discovery Acceptance and ≥ 80% eligible Best Brands ≥ 95% Renovation in Last 8 Years or Alt Path: achieve OSAT + Discovery Acceptance + Best Brands 80 surveys minimum in a rolling 12 months and an OSAT Score ≥85% ≥ 15 hours Complete at least 5 Employee Engagement Surveys per year and achieve or exceed an 80% engagement score B2B YOY Growth >7% or B2B Sales % to Total >20% ≥ 65% Participate in all three: BOPIS, BODFS, Assembly
2. Ace In-Stock Percentage 3. Consumer-Relevant Store
Service 4. Overall Customer Satisfaction (OSAT)
5. Training Hours (customer-facing assoc.) 6. Employee Engagement
Convenience 7. Business to Business Sales (B2B)
8. Ace Rewards Scan Rate 9. Acehardware.com Fulfillment
Alternate path to Pinnacle = Achieve all three targets: 8% Earnings Before Interest & Taxes (EBIT) 18% Pre-Tax Return on Equity (ROE)
Overall Customer Satisfaction (OSAT)
80%
9
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